Practice Policies
Compass House Medical Centres is committed to the promotion of effective and clear communication by whichever means is appropriate to the circumstances. There are five key requirements of the Standard and as a Practice we will: Do you have a disability, impairment or sensory loss and need to receive information in a way you can easily understand? If YES, please inform us so we can make sure your medical record is updated accordingly.
Accessible Information Standard
This practice is committed to providing a safe and comfortable environment and strives to achieve good practice at all times. All patients are entitled to have a chaperone present during any consultation, examination or procedure. Clinicians at this practice will advise patients that a chaperone is necessary during any intimate examination; this is to safeguard both the clinician and you, the patient. Where a chaperone is not available, the clinician will ask you to make an appointment and request the presence of a chaperone at the time of booking. We only use staff who have had appropriate training and checks as chaperones. Family and friends are not permitted to act as chaperones as they do not have the training required. Should you wish to see the full chaperone policy, please ask to speak to the Patient Liaison Manager.
Chaperones
The practice complies with the Data Protection Act. All information about patients is confidential: from the most sensitive diagnosis, to the fact of having visited the surgery or being registered at the Practice. All patients can expect that their personal information will not be disclosed without their permission except in the most exceptional of circumstances, when somebody is at grave risk of serious harm. All members of the primary health care team (from reception to doctors) in the course of their duties will have access to your medical records. They all adhere to the highest standards of maintaining confidentiality. As our reception area is a little public, if you wish to discuss something of a confidential nature please mention it to one of the receptionists who will make arrangements for you to have the necessary privacy. Under 16s The duty of confidentiality owed to a person under 16 is as great as the duty owed to any other person. Young people aged under 16 years can choose to see health professionals, without informing their parents or carers. If a GP considers that the young person is competent to make decisions about their health, then the GP can give advice, prescribe and treat the young person without seeking further consent. However, in terms of good practice, health professionals will encourage young people to discuss issues with a parent or carer. As with older people, sometimes the law requires us to report information to appropriate authorities in order to protect young people or members of the public. Useful Websites
Confidentiality
The following policy sets out the Practice approach to the Freedom of Information (FoI) Act. • The Practice will comply with the FoI Act and sees it as an opportunity to enhance public trust and confidence in the Practice Guide to Information provided by GPs under the model publication scheme Under the Freedom of Information Act 2000 all public authorities are required to have and operate a publication scheme approved by the Information Commissioner. Doctors providing medical services under most contracts with the NHS in England, Wales and Northern Ireland are public authorities in respect of information relating to those services. It is the intention of the Information Commissioner that all public authorities should adopt and operate the one model scheme that has been approved. This is a very general scheme based on the principal that all public authorities need to recognize the public interest in the transparency of the services provided for and paid for by the general public. It is a commitment to make information easily available to the public. Note: The scheme is only for information held as a public authority and does not include any information that is not held, is held for other purposes or would be exempt from release. Freedom of Information Act 2000 – Publication Scheme
Freedom of Information
• The Practice will maintain a comprehensive ‘Publication Scheme’ that provides information which is readily accessible without the need for a formal FoI Act request.
• The Practice will seek to satisfy all FoI Act requests promptly and within 20 working days. However, if necessary we will extend this timescale to give full consideration to a Public Interest test. If we do not expect to meet the deadline, we will inform the requester as soon as possible of the reasons for the delay and when we expect to have made a decision
• The Practice will continue to protect the personal data entrusted to us, by disclosing it only in accordance with the Data Protection Act 1998
• The Practice will provide advice and assistance to requesters to facilitate their use of FoI Act. We will publish our procedures and assist requesters to clarify their requests so that they can obtain the information that they require.
• The Practice will work with the NHS Devon and other bodies with whom we work to ensure that we can meet our FoI Act obligations, including the disclosure of any information that they hold on our behalf.
• The Practice will apply the exemptions provided in the FoI Act and, where qualified exemptions exist, the Practice will disclose the information unless the balance of public interest lies in withholding it.
• The Practice will consult with third parties before disclosing information that could affect their rights and interests. However, according to the FoI Act, the Practice must take the final decision on disclosure
• The Practice will charge for information requests in line with the FoI Act Fees Regulations or other applicable regulations, including the Data Protection Act 1998
• The Practice will record all FoI Act requests and our responses and will monitor our performance in handling requests and complaints
• The Practice will ensure that all staff are aware of their obligations under FoI Act and will include FoI Act education in the induction of all new staff
We aim to keep our surgery clean and tidy and offer a safe environment to our patients and staff. We are proud of our modern, purpose built Practice and endeavour to keep it clean and well maintained at all times. If you have any concerns about cleanliness or infection control, please report these to our Reception staff. Our GPs and nursing staff follow our Infection Control Policy to ensure the care we deliver and the equipment we use is safe. We take additional measures to ensure we maintain the highest standards:
Infection Control Statement
Provide annual staff updates and training on cleanliness and infection control
Dr Edward Teesdale Compass House Medical Centres Services are provided at: Compass House Medical Centres is a Partnership comprising of Dr Teesdale, Dr Gunning, Dr Delany, Mrs Tedstone, Mr I Parsonage Statement of Purpose Aims and Objectives This medical practice consists of dedicated and professional employees. We aim to provide medical care and treatment of consistently high quality for all patients with services that meet patients’ needs and wishes. We aim to make care and treatment as comfortable as possible. The purpose of Compass House Medical Centres is the management of patients who are ill or believe themselves to be ill, with conditions from which recovery is generally expected, for the duration of that condition, including relevant health promotion advice and referral as appropriate, reflecting patient choice wherever practicable. It also includes the general management of patients who are terminally ill and management of chronic disease in the manner determined by the practice, in discussion with the patient and their relatives or carers as appropriate. The Practice’s priority is to provide the highest standard of clinical care to patients registered with the Practice, ensuring we work collaboratively with other healthcare providers and support organisations, to enable more of our patients to be treated in a primary care setting, closer to home. We aim: Our objectives The objectives of the practice are to deliver a service of high standard in line with professional standards and: Consultations All patients wishing to register with Compass House Medical Centres will be asked to complete a patient questionnaire which informs the practice of past health and present lifestyle. This enables us to better understand a patient’s medical needs until medical notes arrive from the previous surgery. We care about providing the right treatment to patients, so treatment and procedures are only carried out after fully discussing the benefits and risks with the patient. Patients have the right to ask questions regarding their care at any time. Patients have the right to make their own decisions regarding medical treatment and care. This practice operates a consent policy, which will be issued on request at any time for the patient to read and understand prior to proceeding with any treatment. Consent to treatment must always be given freely and voluntarily by a person capable of making decisions regarding the treatment. The privacy and dignity of patients is respected at all times. If a chaperone is required during a consultation or examination, this will clearly be recorded in the patient notes. Services provided The full range of services provided (including referrals) is: Services are provided to the whole of the population and Compass House Medical Centres does not discriminate against individuals or groups on any grounds. The Practice is committed to developing and maintaining a safe and secure environment, for its patients, staff and visitors and recognises its duty to take all reasonable steps to protect and support its staff. Violent and abusive behaviour includes bullying and or harassment of any description. Violent or abusive behaviour by patients, visitors or staff is not tolerated and decisive action will be taken to protect staff, patients and visitors. Premises Our branch surgery at Galmpton comprises of 3 GP consulting rooms, 3 Nurse treatment rooms and a comfortable waiting room. There is parking at the Galmpton surgery for patients and staff. Our other branch surgery Compass House Brixham Hospital comprises of 5 consulting rooms, 1 treatment room, 1 group consult room a shared hospital waiting room and ample parking. Compass House Medical Centres operates a smoke-free policy and the building and car park are designated no smoking areas. Patients are requested not to use mobile phones within the practice building. Appointments We use Rapid Health as part of our care navigation process. Patients are asked to submit a Rapid Health online consultation form via our practice website. The system uses clinical algorithms to identify red-flag symptoms and helps prioritise patient needs according to clinical urgency and appointment availability. In most cases, this enables patients to book directly into the most appropriate appointment type. Patients may complete the form themselves online, or contact the practice by telephone, where a Care Coordinator can complete the form on their behalf. All patients are registered with the practice and will have a named GP, however if a patient wishes to see a particular doctor we will do our best to accommodate that wish, but where there are limited appointments availability, it may be more appropriate to see the next available clinician. Home visits are available for those patients who are too unwell, disabled or frail to be able to come to the surgery. Home visits for reasons of convenience or transport will be declined. Patient surveys Complaints Our complaints procedure is designed to make sure we settle any complaints as quickly as possible. We acknowledge complaints within 7 working days and aim to have looked into the complaint with 28 working days of the date when it was raised. We shall then be in a position to offer an explanation or meeting as appropriate. If there are any delays in this process, we will keep the complainant informed. When looking into a complaint we shall aim to: If the complaint is on behalf of another person, the rules of medical confidentiality will be kept and written or verbal consent from the patient is required. We constantly aim to improve the service we offer, so we encourage all patients to let us know when we have done something well or if there are any suggestions as to how we can improve something. We support a patient participation group at this practice and details can be found on our website or by asking within the practice.
Statement of Purpose
Dr James Gunning
Dr Clare Delany
Dr Janet Lurie
Dr Leah Jones
Dr Sandy Miles
Dr Ruth Delany
Dr Raed Shakman
Dr Jade Hubbard
Dr Ben Offa-Jones
Ian Parsonage
Mrs Stephanie Tedstone (Practice Manager)
Compass House Medical Centres, King Street, Brixham, TQ5 9TF. 01803 855897
Branch Surgery: Compass House Medical Centres, 2 Langdon Lane, Galmpton, TQ5 0PG
Branch Surgery: Compass House Brixham Hospital, Greenswood Road, Brixham, TQ5 9HW
Registered Managers: Mrs Stephanie Tedstone & Dr Edward Teesdale
• To understand the expectations of our patients
• To motivate and invest in our team and acknowledge their value
• To encourage all team members to participate in achieving our aims and objectives
• To clearly set and monitor targets in all areas
• To be accountable for individual and team performance
• To support each other in achieving patient expectations
• To maintain the highest professional and ethical standards
• To rapidly respond to the needs of our team and our patients
• To ensure our staff are trained and competent through investment and personal development
• To ensure that patients are treated with honesty and integrity, in complete confidence and with the utmost discretion
All consultations are carried out with patients (and their families/carers if appropriate), by qualified personnel in the privacy of the consultation room, on the phone, via video call or during home visits. Records of all consultations and treatments are kept electronically within the patients notes.
Compass House Medical Centres regulated activities are:
• Diagnostic and screening procedures
• Treatment of disease, disorder or injury
• Minor Surgical procedures
• Maternity and midwifery services
• Family planning
• A full range of General Medical Services as set out in our PMS practice agreement
• Anticoagulant Service
• Baby Clinic & immunisation
• Blood Pressure Reviews
• Cervical Cytology
• Child health surveillance
• Childhood developmental checks, vaccinations and immunisations
• Contraceptive services
• Dietetics
• Disease management services including Asthma, Diabetes, Hypertension, Coronary Heart Disease and Chronic Obstructive Pulmonary Disease
• District Nurse, Health Visiting
• Dressings
• Flu Clinics
• Health promotion services for young people and adults of all ages (Well man / Well woman)
• Immunisations
• Maternity Medical Services
• Minor surgery services
• New patient consultations
• Obstetrics services
• Podiatry
• Phlebotomy
• Removal of Stitches
• Smoking Cessation Service
• Warfarin Monitoring
Situated in the picturesque town of Brixham which lies at the southern end of Torbay, approximately 50 minutes from Plymouth and 15 minutes from Torquay. The main surgery at King Street comprises of 8 GP consulting rooms, 7 treatment rooms and three waiting rooms with views over Torbay. There are a few parking spaces in King Street subject to restrictions. These are not specifically for the use of our patients. Otherwise parking is available at the Breakwater car park or in Brixham town. It is a road traffic offence to park in the lay-by outside the King Street Practice. This facility is for the use of the bus service that stops at the Practice and ambulances that are responding to 999 calls.
We operate an appointment system that has been designed to enhance continuity for patients, whilst facilitating capacity to see patients on the day who are acutely unwell.
Compass House Medical Centres values the views of its patients, staff and visitors and uses these to inform the provision of treatment and care of patients. Patients are welcome to leave feedback at anytime, either in the practice, via our website or through patient surveys.
Patients are asked that, in the event if any complaint, to speak or write to our designated Complaints Manager. A copy of the complaints process is available on request.
• Find out what happened and what went wrong
• Identify what we can do to make sure the problem does not happen again
The Practice takes it very seriously if a member of staff is treated in an abusive or violent way. The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that GPs and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. Our Practice staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint. However, aggressive behaviour, be it violent or abusive, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted. In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable: The Legal Position As a responsible employer, the Practice has a duty as a provider of NHS healthcare to protect the health, safety and welfare of staff under the Health & Safety at Work Act. This includes a risk assessment of violence towards staff and taking steps to mitigate this under the Management of Health and Safety at Work Regulations 1999. Staff members who are victims of violent conduct or assault have the right to sue their employers for compensation if the risk of violence could have been reduced or removed completely, but the employers did not act upon this information. Examples of security issues: This list is not exhaustive. For example a lone working risk assessment must provide the lone worker full knowledge of the hazards and risks to which he or she is being exposed and what they must need to do will something go wrong. Other responsible persons must know the whereabouts of lone workers and what they are doing; Violence at Work The practice acknowledges that there may be instances where violence and / or aggression forms part of a patient’s illness. In these circumstances, the issue will be discussed with the patient and form part of their care planning. This information will be recorded in the patient’s medical record and flagged to ensure that members of staff are aware. In addition, where deemed necessary, appropriate support will be put in place, e.g. staff members do not see the patient alone. “Any incident, in which a person is abused, threatened or assaulted in circumstances relating to their work”. “A physical contact with another person which may or may not result in pain or injury. The contact is uninvited and is an attempt to cause harm, injury or to intimidate. Non-physical aggression includes the use of language which causes offence or threatens the safety of a member of staff”. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. We value and respect good patient-doctor relationships based on mutual respect and trust. When trust has irretrievably broken down, the practice will first write a warning letter, if unacceptable behaviour continues the practice will in force a behaviour contract with the patient, if neither of the previous are affective the practice will consider removing a patient from their list, and communicate to them that it is in the patient’s best interest that they should find a new practice. An exception to this is in the case of immediate removal on the grounds of violence e.g. when the Police are involved. Because of the possible need to visit patients at home, it may be necessary to terminate responsibility for other members of the family or the entire household to ensure the safety of practice staff. The prospect of visiting patients that is the residence of a relative who is no longer a patient of the practice, or the risk of being regularly confronted by the removed patient, may make it difficult for the practice to continue to look after the whole family. This is more likely where the removed patient has been violent or displayed threatening behaviour, and keeping the other family members could put doctors or their staff at risk.
Zero Tolerance
Definition of Physical and Verbal Abuse and Violence:
Physical and verbal abuse includes:
The Practice supports the Zero Tolerance stance adopted by the NHS.
The HSE (Health and Safety Executive) defines work-related violence as:
Violence and aggression towards a person may also be defined as:
Under the Health and Safety at Work Act 1974, the practice will also undertake the following measures to ensure a safe work environment:
REMOVAL FROM THE PRACTICE LIST
Removing other members of the household
